52
OPINION
Sounds of the
data centre
By Armin Hierstetter, founder
of bodalgo
bodalgo.com
The importance of the user experience can never
be underestimated: finding the right voice is key to
customer satisfaction
As a network manager have you ever stopped to think about
the sound of the data centre you monitor? Probably not, but
you will of course be aware when a server or router sends
a signal or makes a noise to indicate that all is not well.
There are other sounds in the network that you need to pay
attention to, and chances are you’ve never thought about it
until now – the sound of instruction.
Confused? You won’t be for long. As a technologist your
focus is not about user experience unless the crisis plan
has been activated due to elements of the data centre not
working the way they should. However, voice plays a big role
in your network and I’m not referring to IP, SIP or any other
voice transmission technology. Whether your network is
built to serve a global enterprise of 10,000 users or millions
of customers across the world, numerous elements of the
network will have voiceovers built into them. By this I am
referring to voice prompts, recorded messages and other
instructions required to make the best use out of what the
data centre produces.
Most people don’t think twice about a network or data
centre, after all it just works so there’s no need to worry
about it. If it’s in the cloud and something goes wrong, just
call IT. While you frequently roll your eyes at this display of
ignorance, the fact is, the end user has to use the network
in the right way or else the hours you’ve spent in mapping,
planning, scripting and testing will be wasted.
One of the greatest advances in technology, has been
the ability to mask incredible complexity behind the push
of a button or swipe of a finger. As a network manager you
see behind the slick UIs and touchscreens and know what’s
‘under the bonnet’. You also know that the average user
needs to be led gently to click at the right time and swipe
when prompted. And this is where voice has a role to play.
A natural response
Frequently, when people use a phone the interactive voice
response (IVR) will often sound like a machine, and generate
user fury before they’ve even begun speaking to a member
of your company. Moreover, if you’re calling another country
and get the voice prompts in the local language, let’s hope
you’ve understood everything otherwise the consequences
will be a lot more frustrating.
www.networkseuropemagazine.com